David Hurwitz Archive

I think everyone agrees exceptional and horrible help desk experiences can make lasting impressions. Everyone has had to deal with that incredibly inept or perhaps really fantastic call center representative in a desperate time of need. On the flip side, service desk agents have their own stories to tell, of clueless users, obtuse systems and heroic colleagues.

Serena is kicking off a Twitter Help Desk Haiku Poem Contest to capture these experiences in verse.

We want you to tap into your creative side for a chance to win an iPad 2 and hear your most horrendous or utopian help desk stories in the form of a Haiku poem. The contest will kick off on Tuesday, August 23, 2011 and end on September 26, 2011 at 11:59 p.m. ET.

To enter, write and submit a Haiku poem (17 syllables total with three lines of 5-7-5 syllables) on a help desk experience. Each line of the Haiku should be separated by a period, comma or slash. All entries must be submitted via Twitter to @Serena_Software, and include the hash tag #HelpDeskHaiku.

A panel of judges will select a winner based on creativity, humor and relevance. The winner will be announced at Fusion 11 hosted by itSMF and via Twitter on September 27th, 2011.

For official rules and prize information, please visit: www.serena.com/helpdeskhaiku



Today, Serena announced the availability of Serena Dimensions CM 12, the newest and most powerful version of our software change and configuration management (SCCM) solution. Over the years, Dimensions CM has earned a reputation for being one of the fastest integrated ALM solutions on the market and has helped thousands of customers increase development efficiencies, lower development costs and risks and ensure compliance to standards. The new version builds on these merits, providing release managers with dramatically improved processes around release management in the convenience of a single console for viewing, scheduling and executing release deployments and rollbacks.

While releasing applications into production environments is a critical part of application development, we believe customer success is not just about speed alone. Success also means being able to provide a straightforward and secure path to production. Enter Dimensions CM.

Dimensions CM Security
Role-based security in Serena Dimensions CM helps you work more easily with outsourced development teams.

The technology provides a repeatable, reliable release management process that saves companies time and money, provides a high degree of visibility and also lets tools play “nice” with others. Dimensions CM integrates with many popular application lifecycle tools straight out of the box, including IDEs such as .NET and Eclipse, defect tracking, build, test management tools and help desks. Product enhancements in the new version enable Dimensions CM users to provide a gold repository for all release-ready code, which is especially critical for IT organizations that have multiple development tools in use by various development teams.

New features and capabilities in Dimension CM version 12 include:

  • New Deployment View to provide a centralized console for release managers to view, execute and schedule deployments and rollbacks;
  • Greater granularity and flexibility in managing promotions and deployments, demotions and rollbacks, simplifying role-based security and separations of concerns;
  • Enhanced capabilities allowing customers to promote and deploy at a later date, enabling alignment with resource availability.

View more information on the latest version of Serena Dimensions CM.



Tuesday’s Federal User Group meeting at the Reagan Building in Washington DC proved a great success.  A couple of hundred users congregated to share tips, and to hear from Serena, Gartner and each other.

It was inspiring!  Civilian agencies and military branches alike are doing terrific things with their Serena software.  Developing apps faster, releasing them quickly and with high quality, and doing more with less.  That last is important around the world right now, but especially so in the halls of government.  It was heartening to see that Serena customers are part of the solution to this challenging budget situation.

Keep an eye out for a press release next week detailing the event, including the customer success awards that were handed out.

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Serena enters a new era today with the promotion of several executives.

Good news like this is often triggered by bittersweet news.  In this case, longtime R&D head Carl Theobald’s departure from the company set the ball in motion.  Carl is leaving to stretch his experience beyond R&D.  He’s a rare and special talent and a first rate executive, so we’re expecting great things from him in the wide open future.

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Tags: Serena